Thursday, April 19, 2007

Tail of the Dog: Re-envisioning Virtual Reference

The WAAL fun continued throughout Wednesday in the Dells. Four UW-Madison librarians (Nancy McClements, Bob Sessions, Kelli Keclik, and Steven Frye) took us through the re-envisioning reference process undertaken at that campus in 2006. The process ultimately led to a "blended" virtual reference service that allows patrons to "Ask a Librarian" by chatting or using their instant messaging client. The Reference Service Task Force started out by identifying 6 key expectations, defining their reference vision, and then their virtual reference vision. The virtual reference (VR) vision:Real-time chat is a common and expected form of communication;VR barriers should be minimized for users and staff;VR is a general reference service and a local service; it is readily available at time of need and at point of need; VR should be known to all; it should change and improve with user demand and technological innovations. VR should be a centrally coordinated service.

Velaro runs the chat service; Trillian runs the IM service. In Fall 2006, they had a 300% increase in VR use over the busiest semester under the old chat system. About 75% of the calls are using chat, with the remainder over IM. Fifty-five percent of users found out about the service through the library website; 67% report being very satisfied with the service received, and 21% said they were satisfied.

About 40 staff members staff the service, and 88% report that providing the new VR service has been a positive experience. It does add to the stress level, since so much is going on at once, both in person and with the VR service, but the shared responsibility is a plus.

An interesting side topic, addressed by a poster session as well, was the marketing of the program. A "retro" librarian with an index finger to the lips was deemed too stereotypical by many, although some described her as saucy or even pensive. I liked (paraphrasing here) "when you can't ask your mother" or "we specialize in stupid questions" as well as "we'll tell you where to go".

I scored three "mood pencils" at the poster session that say "Ask a Librarian" and the URL for the service - very, very cool.

Search This Blog

SconnieLibs on Twitter

About WLA

The Wisconsin Library Association engages, inspires and advocates for library workers and supporters to improve and promote library services for the people of Wisconsin.

With about 2,000 members, WLA is the largest library-related membership organization in the state. If you would like more information about WLA, check out our website. Subscribe to this blog, or sign-up for our Action E-List to get legislative alerts.